Hybrid: Conservation Strategy Lead for Customer Retention

Manulife/John Hancock; Makati; Hybrid; PHP 1,200,000 - 1,700,000; Full time

Benefits offered by this job

Hybrid work arrangement

Job summary

Manulife/John Hancock is seeking a Senior Customer Retention & Conservation Manager to lead strategy and execution for policy persistency, retention, reinstatement, premium recovery, and saved policy value. The role blends direct handling of complex conservation cases with strategy development, customer journey optimization, and performance insight across multiple stakeholders.

The position emphasizes collaboration with Inforce Management, Outbound, Customer Care, Operations, Marketing, Product,

Qualifications

• Bachelor’s degree in business, marketing, finance, economics, communications, or a related field, or equivalent relevant experience.
• Five+ years of relevant experience in consultative sales, relationship management, customer retention, financial services, or insurance.

Responsibilities

• Develop and refine conservation strategies, scripts, customer messages, and guidance for outbound calls and frontline conversations.
• Lead or support campaigns, journey improvements, and touchpoint optimization to improve retention and reinstatement.
• Manage selected high-value cases within approved boundaries and coordinate with cross-functional teams for resolution.
• Provide guidance to frontline and distribution partners to ensure consistent, compliant customer engagements.

Skills

Customer focus

Active listening

Needs discovery

Objection handling

Clear options

Education

Bachelor’s degree in related field

Job description

Manulife/John Hancock is seeking a Senior Customer Retention & Conservation Manager to lead strategy and execution for policy persistency, retention, reinstatement, premium recovery, and saved policy value. The role blends direct handling of complex conservation cases with strategy development, customer journey optimization, and performance insight across multiple stakeholders.

The position emphasizes collaboration with Inforce Management, Outbound, Customer Care, Operations, Marketing, Product,